Asia's #1 Customer Experience
Leaders Platform

19 - 22 November, 2024 | Suntec Singapore Convention and Exhibition Centre, Singapore
Be A Sponsor
Register Now

22 November 2024 | Post-Conference Focus Day - The Guidebook on Gen AI & The Human Touch

19 November 2024 | Pre-Conference Interactive Knowledge Visits 20 November 2024 | Main Conference Day 1 21 November 2024 | Main Conference Day 2 22 November 2024 | Post-Conference Focus Day - The Guidebook on Gen AI & The Human Touch 20 November 2024 | Digital Marketing Asia Day 1 21 November 2024 | Digital Marketing Asia Day 2
+ Show All Session Details

10:00 am - 10:30 am Morning Refreshments & Registration

10:30 am - 10:35 am Welcome & Housekeeping Address

10:35 am - 10:40 am Opening Remarks by Chairperson

Dominique Rose Van-Winther - Chief AI Evangelist, Chief Executive Officer, Final Upgrade AI
img

Dominique Rose Van-Winther

Chief AI Evangelist, Chief Executive Officer
Final Upgrade AI
See Bio

10:55 am - 12:40 pm Panel Discussion | The Human-AI Symphony: Orchestrating Gen AI and the Human Touch for a Flawless Customer Journey

Dominique Rose Van-Winther - Chief AI Evangelist, Chief Executive Officer, Final Upgrade AI
Milind Gaharwar - Product Owner Data Science, Mercedez Benz
Anjali Kalia - Assistant Vice President – Digital Excellence, IHH Healthcare
Leong Chee Sung - Vice President of Customer Service, YTL Communications
Lolitta Suffian - Group Head of Customer Experience, Telekom Malaysia Group

This panel discussion will bring together industry leaders to explore the dynamic interplay between Generative AI (Gen AI) and the human touch in crafting exceptional customer experiences. Discuss how to leverage the strengths of both – Gen AI's automation and personalization capabilities with human empathy and judgment – to orchestrate seamless and emotionally resonant customer journeys. 

  • How Generative AI automates tasks and personalises journeys, from chatbots to tailored recommendations 
  • Creating seamless handoffs between AI and human interaction for a flawless customer experience 
  • Skilled agents with emotional intelligence build trust and handle complex issues that go beyond AI 


img

Dominique Rose Van-Winther

Chief AI Evangelist, Chief Executive Officer
Final Upgrade AI
See Bio
img

Milind Gaharwar

Product Owner Data Science
Mercedez Benz
See Bio
img

Anjali Kalia

Assistant Vice President – Digital Excellence
IHH Healthcare
See Bio
img

Leong Chee Sung

Vice President of Customer Service
YTL Communications
See Bio
img

Lolitta Suffian

Group Head of Customer Experience
Telekom Malaysia Group
See Bio

11:40 am - 12:10 pm Fireside Chat | Lessons from Gen AI: Hypes, Hopes and Nopes

Abhishek Rathi - International Head of Wellness & Digital Worksites, Chubb Overseas General, Chubb

This session dives into the world of Gen AI, exploring the hype surrounding its capabilities, the potential benefits it offers for customer experience (CX), and the potential drawbacks to consider. 

  • The disconnect between the hype surrounding Gen AI and its current capabilities 
  • Realistic expectations for Gen AI in CX 
  • Positive applications of Gen AI in creating a more engaging and personalised CX 
  • Potential downsides of Gen AI implementation in CX 


img

Abhishek Rathi

International Head of Wellness & Digital Worksites, Chubb Overseas General
Chubb
See Bio

12:10 pm - 12:30 pm AI Bias and Customer Data: Ensuring Fairness in the Age of Generative AI

Alif Yahya - Assistant Vice President - Cyber Threat Intelligence, Citi

This session tackles the crucial issue of AI bias and its potential impact on customer data. We'll delve into the risks of biased algorithms perpetuating unfairness in customer experiences. Explore strategies for ensuring data fairness, mitigating bias, and responsibly leveraging Gen AI to create ethical and inclusive customer journeys that benefit everyone. 

  • The risk of bias in customer data used to train Gen AI models 
  • Strategies for identifying and mitigating bias in data collection, analysis, and model development 
  • Practical approaches to ensure fairness in AI-driven customer interactions 


img

Alif Yahya

Assistant Vice President - Cyber Threat Intelligence
Citi
See Bio

12:30 pm - 1:30 pm Lunch & Networking Break

1:30 pm - 2:10 pm The Rise of Synthetic Media and Customer Deception

Sanchita Ray - Head of User and UX Research, Lazada

We'll explore how synthetic media can be used for product demos, personalised messages, and even virtual agents, while also discussing potential misuse and strategies to ensure transparency and responsible application in the future of CX. 

  • The potential for misuse of synthetic media like deepfakes to deceive customers 
  • Building trust with customers in an environment where synthetic media can be used to manipulate information 
  • The need for ethical guidelines and potential regulations surrounding the development and use of synthetic media 
  • Educating customers on identifying synthetic media 
img

Sanchita Ray

Head of User and UX Research
Lazada
See Bio

2:10 pm - 2:40 pm The Future of Customer Service: How Gen AI Reshapes Human-to-Human Interactions

Sanchita Ray - Head of User and UX Research, Lazada

This session explores how Gen AI is transforming the landscape of customer service. Discover how AI chatbots can handle routine inquiries, freeing up human agents to focus on complex issues and provide personalized support. Learn how to create a seamless blend of AI and human interaction for a superior customer service experience. 

  • Explore how Gen AI can go beyond traditional data encryption methods for customer data protection 
  • AI-powered anomaly detection that identifies suspicious access patterns, or generating "honey pot" data that misleads attackers attempting to steal information 
  • Striking a balance between data security achieved through Gen AI and the value this data provides for customer experience personalisation 


img

Sanchita Ray

Head of User and UX Research
Lazada
See Bio

2:40 pm - 3:00 pm Summary & Closing Remarks by Chairperson

Dominique Rose Van-Winther - Chief AI Evangelist, Chief Executive Officer, Final Upgrade AI
img

Dominique Rose Van-Winther

Chief AI Evangelist, Chief Executive Officer
Final Upgrade AI
See Bio

3:00 pm - 3:00 pm End of Focus Day